Customer service

Customer Service Leaders Under Pressure to Deploy AI, Gartner Finds

Customer service leaders are facing mounting pressure to accelerate artificial intelligence adoption, as organisations push to modernise operations and improve customer experience. New research by Gartner suggests that AI is no longer viewed as an optional enhancement, but as a strategic...

A Growing Market: Real-Time AI Coaching for Customer Reps

The real-time AI coaching marketplace for customer support agents continues to accelerate, with WINN.AI being one of the latest platforms to secure fresh investment to fuel its expansion. The Tel Aviv-based company has now raised $18 million in Series A funding,...

Anthropic CEO Dario Amodei Discusses Customer Service Among AI Risks

In his punchy essay “The Adolescence of Technology: Confronting and Overcoming the Risks of Powerful AI” the CEO of Anthropic AI has a lot to say about the chaotic world of artificial intelligence. From the concentration of wealth and power in...

Gartner Predicts AI Customer Service Costs Will Exceed Those of Offshore Human Agents Soon

The rising cost of AI was a thorny issue across 2025, and one that will likely get worse for the rest of the decade. The cost of back-end AI hardware (silicon, RAM, data centres and energy) is rocketing. So, even...

NiCE Data Shows Customers Prioritise Fast Resolution and a Strong Voice As Brands Scale

NiCE is pumping out the insights as the Cognigy acquisition bears fruit, and it continues to showcase the changing pace of customer service. Fresh data shows a 77% year-over-year increase in AI-handled inquiries as brands scale automation to manage rising...

Consumer Electronics Show Highlights New AI-Powered Gadgets, Complicating Future CX Interactions

All eyes are on Las Vegas this week as the next-generations of consumer goods, from cars to refrigerators, smartphones to TVs and other gadgets all adopt AI to change how consumers perceive technology, interact with it, and how that changes...

The Difference Between Customer Service and Customer Experience That’s Quietly Costing You Customers

If you’ve ever sat in a meeting where half the room said, “We need a better customer experience” and the other half replied, “We just hired more agents…”, you already know the problem. Inside most organisations, the difference between customer service...

USA Today Highlights America’s Best Customer Service Brands

Less an award and more a group hug, USA Today has published its roundup of best-performing customer experience brands, with some 600 companies recognised for delivering the best service. The headline summary according to the study by USA Today is...

Amazon AWS re:Invent Kicks Off With An Explosive AI CX Show

Amazon will dominate the news this week, with a full four-days of AI, CX and cloud stories out of the AWS re:Invent event. After some early healthcare agentic-powered news, the massive AWS event kicked off for a blizzard of news...

Contact Centre Expo Roundup: Blending AI and People Skills

After a hectic couple of days, Contact Centre Expo from London’s ExCel Arena has come to a end. From running around the floor, a welcome feeling given the freezing weather outside, bagging key vendor interviews, and gathering insights and trends...

This Week in CX: Insight That Could Change Your 2026 Plans

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how London Luton Airport is expanding career pathways for the next generation, examined the growing concerns around an AI bubble and its impact on...

The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

In October 2025, thousands of contact centers faced a real nightmare head-on. Phones rang, dashboards froze, chatbots blinked out, all because somewhere, deep inside a hyperscaler’s data center, a DNS misfire took the world down with it. The October 2025...